Operations Team Member

Organization: At CommBank, we never lose sight of the role we play in other people's financial wellbeing. Our focus is to help people and businesses move forward, to progress. To make the right financial decisions and achieve their dreams, targets and aspirations. Each of us globally is dedicated to offering outstanding service, excellent advice and intuitive solutions to help our customers manage their finances in the ways they want to. Regardless of where you work within our organisation, your initiative, talent, ideas and energy all contribute to the impact that we can make with our work. Together we can achieve great things.

Job Title: Associate Analyst

Location: Bangalore- Manyata Tech park

Business & Team: The Direct Lending business brings together all Home Loan and Consumer Lending activity across Retail Banking Services (RBS). This area is critical to the development of a seamless multi-channel operation giving customers access to an optimised lending experience based on how they wish to interact with RBS, whether over the phone, online, or via video.

The CSD Consumer Lending team is an integral part of Direct Lending Business who assist the retail bank customers by identifying and resolving their lending enquiries through quality conversations over messaging services, we support our customer in a 24/7 environment.

As Operations Team Member (Consumer Service Specialist), you'll take inbound calls enquiries to build and maintain positive relationships with our existing customers by resolving and identifying their lending enquiries through quality conversations. Impact & Contribution: You'll spend time speaking with customers, asking specific questions, and learning about their financial situation to identify their needs. Your strong customer service skills will enable you to build and maintain a positive relationship with customers by resolving and identifying how to maximise customer lending needs aligned with responsible lending, and ensuring customers are banking as effectively as possible. You will be expected to perform your tasks in a manner consistent with CBA Values and Group Strategy.

Roles & responsibilities:

• Act as a role model by consistently displaying leadership behaviours that encourage productive working relationships and a strong performance culture.

• Contribute to an error free process by adhering to process policies & procedures.

• Encourage and drive the identification of process improvements and assist with driving higher levels of customer satisfaction.

• Contribute to the success of the site through collaboration.

• Deal with complex enquiries and manage complaints within your delegation.

• Maintain clear and effective communication with your Team Manager regarding any issues or concerns and collate common themes.

Essential Skills:

• 2-4 years of relevant experience in customer support within the banking domain.

• Demonstrate a customer-centric approach by engaging with customers through messaging, building strong relationships, showing personal interest, promoting self-service options, and efficiently addressing customer requests.

• Leverage knowledge of the Bank's products and services to meet customers financial needs, supported by continuous training and development.

• Deliver customer service excellence by understanding and adhering to the Bank's customer service standards.

Open to considering career returnee (career comeback) profiles.

Education Qualifications: Bachelor's degree in Business Management/ Business Administration/ Computer Applications & Commerce